How we support you on issues
Locations, workflows, reply timesWe offer help on issues with our products, including installation and activation. We have product support offices located in our German headquarters, but also California and UK.
We are happy to help you on typical local business hours of local workdays. Our usual reply time is within 24h on business days. Sometimes it’s faster, a few times it may be slower if we have experience high workload. In any time zone, we try to help as fast and best we can. Sometimes we may hand over a ticket to the next office beyond timezones, usually not, so you have a good chance to stay in contact with one and the same support agent.
Our support agents have many years’ experience with our main product Cinema 4D and are trained on new features / products. Please follow their advice – in most cases they know good solutions and approaches right away. When we have to loop in experts from other departments, solutions can naturally take longer.
For issues with the shop (billing, checkout, payment etc.) please open contact our sales team – as this is the most direct way for help in these cases.
FAQs – Fast solutionsWe have many solutions to common problems available in our Knowledgebase - here.
Tickets – best wayUsually the best way to solve a technical contact is a ticket. Ideally with screenshots and depending on the issue a scene file. The faster we have all required information, the sooner we can help you.
You can open tickets for technical issues - here
Phone – for paid productsIn some cases, more interactive communication can make sense. For paid products you can also reach or support in Germany and California via phone:
If you call us from far abroad, please check this page for the correct country prefix from your region:
Interactive solutions findingIn a few cases, understanding the problem can be faster when seeing the same sequences about an issue. Screen recordings help. Sometimes we also offer screenshare session – the agent will decide though if that helps. You are free to accept the offer of a screenshare session or proceed in a less interactive way. Also, often we can’t resolve an issue directly on a screenshare session, but it helps us to collect more information and come back with a solution.